Unable to reach support

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Customers have not received their items purchased and are asking for tracking numbers and when they will receive their products purchased. Unable to reach support to find out how to contact drop shippers to get tracking numbers. Also need to know what to do when a customer doesn't receive their products. Will the drop shippers send another product to replace the one they claim they have not received. Need to really speak to someone who knows the answers and why I can't get in touch with Shopify by any means. I know things may be effected by COVID19, but feel there should still be a way to contact support and get assistance, even if through email, but I have had no success for months now.

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